About the position

Now Brewing - process implementation senior manager, Partner and Customer Service! #tobeapartner From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. This job contributes to Starbucks success by improving contact center experiences and ensuring contact center agents have the tools, resources and protocol to exceed customer and/or partner expectations. This role supports strategic planning with the business and discovers opportunities for improvement while managing and implementing new programs, systems, or processes that improve productivity, reduce costs, and streamline operations. Models and acts in accordance with Starbucks guiding principles. This role supports Global Business Services contact centers with multiple channels supporting categories in sales, customer relations, human resources, order fulfillment, facilities/equipment, operations, and technical services. This includes optimizing effectiveness of processes, systems, workstreams, and resources in support of key business stakeholders.

Responsibilities

• Be responsible for planning, designing, and implementing solutions that will seamlessly integrate into all aspects of existing contact center operations and ensure successful sustainment
• Contribute to business requirements for key initiatives to ensure customer, partner, agent and/or vendor success
• Drive process or system improvements to enhance the operational efficiency of contact center operations
• Continuously act on process improvement opportunities to enhance agent experience
• Facilitate the evolution of the contact center service and support strategy and ensure alignment with that of the organization
• Own the customer and agent journey and optimize the service delivery experience
• Collaborate with the implementation advisors and learning specialists to support execution of strategy
• Partner with Vendor Management to support and improve contact center quality
• Partner with Starbucks Technology on CRM functionality development

Requirements

• Bachelor's degree or significant relevant experience
• 7 years working across functional areas to design, develop and implement effective business solutions that align with company and business unit/department objectives
• 5 years building, leading and mentoring teams
• 5 years of implementation and/or project management
• 5 years conducting requirements gathering and analysis
• 5 years assessing the impact of change and developing processes to ensure effective implementation and user acceptance of new processes, products, procedures, or methods
• Expert in building and establishing relationships across all levels both within and external to the organization
• Skilled in influencing and managing change
• Ability to work in a fast-paced and changing environment
• Ability to analyze and diagnose problems and to gain buy-in for complex cross-departmental solutions
• Ability to think and act both strategically and tactically
• Ability to coach and mentor team members
• Strong decision-making skills

Nice-to-haves

• Hands-on experience designing tools for operations supporting contact centers or customer experience
• Lean/Six Sigma experience
• Strong organizational planning, development, and business judgment
• Demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use

Benefits

• Access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits
• Short-term and long-term disability
• Paid parental leave
• Family expansion reimbursement
• Paid vacation from date of hire
• Sick time (accrued at 1 hour for every 25 hours worked)
• Eight paid holidays and two personal days per year
• Participation in a 401(k) retirement plan with employer match
• Discounted company stock program (S.I.P.)
• Starbucks equity program (Bean Stock)
• Incentivized emergency savings and financial well-being tools
• 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University's online program via the Starbucks College Achievement Plan
• Student loan management resources and access to other educational opportunities
• Backup care and DACA reimbursement